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Stop Sounding Like a Bot: Use Your DMs to Build Emotional Loyalty
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Your customer doesn’t need a faster reply, they need a real one.
In this episode, I’m breaking down exactly how to use your brand's social media replies to build trust, not just close tickets. You’ll learn the A Cubed method—Acknowledge, Align, Assure—which we use at B Squared Media to turn basic replies into emotional loyalty builders.
I’ll walk you through real examples, mistakes most brands are making, and a simple three-question audit you can do on your own social replies TODAY. If your brand sounds like a bot in the DMs, it’s time to change that.
We talk about:
- Why customers confuse being seen with being sold to
- The myth of loyalty and why it isn’t earned through discounts
- The role of community and social teams as your brand’s emotional frontline
- Real-world examples from Toast and HeyOrca that prove small moments = big impact
If you're tired of measuring success in vanity metrics or feeling like your CX work goes unnoticed, this is the wake-up call you’ve been waiting for.
🔗 Mentioned in This Episode:
- My book: Conversations That Connect
- Christina's Book (pre-order): Transforming Customer-Brand Relationships
🎯I teach the A Cubed method and the metrics to prove it inside Conversations That Connect. Grab your copy at B Squared Media or Amazon!
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